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GitLab is seeking a Senior Assigned Support Engineer to serve as a trusted technical advisor to its largest Self-managed, GitLab Dedicated, and GitLab.com customers. In this role, you'll combine deep Linux systems expertise, GitLab and CI/CD knowledge, and a proactive support mindset to understand customer environments, anticipate and prevent issues, and solve complex technical challenges.
Key responsibilities include providing technical support to enterprise customers, troubleshooting and resolving complex critical issues using tools like Zendesk, logs, and Linux utilities (strace, etc.), and building strong proactive relationships with key customer stakeholders. You'll collaborate cross-functionally with Product, Development, Infrastructure, Customer Success, and Sales teams to drive defect resolution and influence the product roadmap. You'll act as a technical expert on GitLab and CI/CD implementations, advising customers on how incidents impact their workflows and mitigation strategies.
Additionally, you'll create and improve support content including documentation and knowledge articles, partner with Support Engineering team members through pairing sessions and stable counterpart relationships, and contribute to team growth by participating in hiring processes.
Required qualifications include background managing complex customer-facing support cases end-to-end, advanced troubleshooting skills for multi-layered technical issues, and strong Linux systems administration knowledge (LFCE or RHCE equivalent). You should have experience with performance analysis and low-level debugging tools, familiarity with GitLab or similar DevOps platforms, and excellent communication skills for technical and non-technical audiences.
